Operations | Monitoring | ITSM | DevOps | Cloud

What separates average IT support from truly exceptional service? In this episode of Agents of IT, Ari Stowe sits down with Nora Osman, CEO of Norvana, to unpack how the best organizations are transforming service delivery by combining AI, automation, and human empathy. Nora shares real-world lessons from leading large-scale service transformations, including how a simple shift in perspective turned a struggling service desk into a high-performing customer experience engine. Her approach is clear. Technology alone is not enough. You need context, empathy, and purpose.

"In the Indian context, you need to protect your data integrity right now." Techdome CEO Rahul Joshi highlights the urgent shift toward Sovereign AI for Indian enterprises. With the DPDP Act now in effect, the traditional "API-first" model poses a significant risk to data privacy and compliance.